Rule management overview

AI-generated summary

Genesys Cloud Resource Center provides comprehensive rule management capabilities that enable campaigns to take intelligent actions based on logic in assigned rule sets across both voice and digital communication channels. The platform manages Call rule sets and Digital rule sets—collections evaluated before or after calls are placed/ended and messages are sent/received respectively. Call rules evaluate conditions across call analysis, contact properties, phone numbers, phone number types, time/date, and wrap-up codes joined by AND operators requiring all conditions to be met for execution. Pre-call actions configure caller ID, prevent dialing, enable preview mode, and update contact columns, while wrap-up actions update contact columns or append numbers to DNC lists. Rules, callable times, and Do Not Contact actions also apply to scheduled callbacks. Digital rules assess contact addresses, address types, contact columns, and previous contact results with AND-based condition logic. Pre-contact rules evaluate conditions before message delivery and can prevent sending, mark contacts as non-contactable, or update contact columns. Post-contact rules execute after message delivery and can append contacts to DNC lists, mark addresses or contacts as non-contactable, or modify contact data. Rules contain multiple conditions joined with AND operators where all conditions must be met for execution, and can perform sequential actions also joined with AND operators. Both call and digital rule sets maintain consistent UI management functionality including rule set creation, editing, copying, and deletion; alphabetical sorting and search capabilities; customizable page display options with configurable pagination displaying 25, 50, or 100 entries per page; intuitive navigation with paging controls; and rule reordering within sets. This comprehensive approach ensures efficient campaign management and contact handling across all communication methods.

A campaign can take intelligent actions based on logic in its assigned rule sets. This view manages Call rule sets and Digital rule sets, which are collections of call rules and digital rules. Call rule sets are evaluated before a call is placed or after it ends. Digital rule sets are evaluated before a message is sent or after it is sent.

How call rules workClick to expand

Pre-call or wrap-up rule categories determine whether rule conditions are evaluated before the call is made or after the call is disconnected.
Rule conditions are tested to determine whether to perform actions. Conditions can evaluate the value of a call analysis, contact list column, contact property, phone number, phone number type, time and date, or wrap-up code.
Before the call begins, pre-call actions can set a caller ID number and name before dialing, can prevent the number from being dialed, dial in preview mode, or can update the value of a contact column, and so on.
When the call ends, wrap-up actions can update contact columns or append the contact’s number to the campaign’s first designated DNC list.

For more information, see Pre-call rules for voice campaigns and Wrap-up rules.

Use the Call Rule Sets view to manage rule set entries. Each rule set can contain multiple rules. The system evaluates an individual rule before it places the call or after the call ends. A rule can evaluate multiple conditions. Conditions are joined with AND operators, so a call must meet all rule conditions for the overall rule to evaluate True. Similarly, rules can carry out multiple actions. Actions are also joined with AND when the rule performs actions sequentially. Rules, callable times, and Do Not Contact actions are also applied to scheduled callbacks.

UI element	Action
Edit	Opens the selected rule set to edit its properties. The Edit button is not available unless an entry is selected.
Copy	Duplicates the selected rule sets. See Copy a rule set for more information.
Delete	Deletes the selected rule sets. See Delete a rule set for more information.
Create New	Adds a new rule set. See Create a set of rules for more information.
Name	Sorts rule sets alphabetically to display names in ascending or descending order. The caret in the Name heading indicates whether the column sorts in ascending or descending order.
Search	Entering all or part of a name filters the rule sets list to display matching entries. If you don’t type any search text, all rule sets appear. To remove the filter and redisplay all entries, click the x at the right end of the filter box.
Rule sets list	This list displays rule set entries. Clicking a rule set name opens its properties for editing. See Edit a set of rules for more information.
Page	Paging controls navigate to the previous or next page of rule set entries. The current position is indicated by the page number. The total number of pages in the list is based on the number of records displayed per page. You can change the number of entries displayed on a page from 25 to 50 or 100.

How digital rules workClick to expand

Pre-contact or post-contact rule categories determine whether rule conditions are evaluated before the message is sent or after the message is sent.
Rule conditions are tested to determine whether to perform actions. Conditions can evaluate the value of a contact address, contact address type, contact column, last result by column, last result overall.
Before the message is sent, pre-contact actions can prevent the message from being sent, mark a contact address as not contactable, mark a contact as not contactable, or can update the value of a contact column.
After the message is sent, post-contact actions can append the contact to a DNC list, mark a contact address as not contactable, mark a contact as not contactable, or can update the value of a contact column.

For more information, see Pre-contact rules for digital campaigns and Post-contact rules for digital campaigns.

Use the Digital Rule Sets view to manage rule set entries. Each rule set can contain multiple rules. The system evaluates an individual rule before it sends a message or after the message is sent. A rule can evaluate multiple conditions. Conditions are joined with AND operators, so a message must meet all rule conditions for the overall rule to evaluate True. Similarly, rules can carry out multiple actions. Actions are also joined with AND when the rule performs actions sequentially.

UI element	Action
Edit	Opens the selected rule set to edit its properties. The Edit button is not available unless an entry is selected.
Copy	Duplicates the selected rule sets. See Copy a rule set for more information.
Delete	Deletes the selected rule sets. See Delete a rule set for more information.
Create New	Adds a new rule set. See Create a set of rules for more information.
Name	Sorts rule sets alphabetically to display names in ascending or descending order. The caret in the Name heading indicates whether the column sorts in ascending or descending order.
Search	Entering all or part of a name filters the rule sets list to display matching entries. If you don’t type any search text, all rule sets appear. To remove the filter and redisplay all entries, click the x at the right end of the filter box.
Rule sets list	This list displays rule set entries. Clicking a rule set name opens its properties for editing. See Edit a set of rules for more information.
Page	Paging controls navigate to the previous or next page of rule set entries. The current position is indicated by the page number. The total number of pages in the list is based on the number of records displayed per page. You can change the number of entries displayed on a page from 25 to 50 or 100.

Procedures

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UI element

Action

Edit

Opens the selected rule set to edit its properties. The Edit button is not available unless an entry is selected.

Copy

Duplicates the selected rule sets. See for more information.

Delete

Deletes the selected rule sets. See for more information.

Create New

Adds a new rule set. See for more information.

Name

Sorts rule sets alphabetically to display names in ascending or descending order. The caret in the Name heading indicates whether the column sorts in ascending or descending order.

Search

Entering all or part of a name filters the rule sets list to display matching entries. If you don’t type any search text, all rule sets appear. To remove the filter and redisplay all entries, click the x at the right end of the filter box.

Rule sets list

This list displays rule set entries. Clicking a rule set name opens its properties for editing. See for more information.

Page

Paging controls navigate to the previous or next page of rule set entries. The current position is indicated by the page number. The total number of pages in the list is based on the number of records displayed per page. You can change the number of entries displayed on a page from 25 to 50 or 100.

UI element

Action

Edit

Opens the selected rule set to edit its properties. The Edit button is not available unless an entry is selected.

Copy

Duplicates the selected rule sets. See for more information.

Delete

Deletes the selected rule sets. See for more information.

Create New

Adds a new rule set. See for more information.

Name

Sorts rule sets alphabetically to display names in ascending or descending order. The caret in the Name heading indicates whether the column sorts in ascending or descending order.

Search

Rule sets list

This list displays rule set entries. Clicking a rule set name opens its properties for editing. See for more information.

Page

Rule management overview

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Rule management overview

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